Amelia and Allstate in The Wall Street Journal

March 30, 2018 • 2 minute read

99% of Allstate agents who worked with Amelia said they were completely satisfied with their interactions with her.

Find out how Amelia helped Allstate provide higher levels of customer and worker satisfaction

Today’s Wall Street Journal article highlighting our work with Allstate is a textbook example of what humans can achieve when they collaborate with digital AI colleagues. Allstate, the largest publicly held personal lines insurer in the US, first deployed Amelia last September, and since then she has collaborated with Allstate live agents on more than 3 million calls. Working through a conversational chat-based interface, Amelia leads agents through step-by-step procedures on a variety of support issues, including policy details and policyholder information. If a customer called Allstate in the past six months with a service question, it’s more than likely that the call center agent was chatting with Amelia in the background to collaboratively find an answer. Instead of putting a customer on hold to consult databases or spreadsheets, or transferring a customer to another co-worker, Allstate agents can ask Amelia questions via chat, and work together to find a solution.

Amelia is trained on almost 40 different insurance topics for Allstate. She has lowered call duration from 4.6 to 4.2 minutes – and when you’re a company with millions of customers like Allstate, every second counts. Amelia also has reduced the need for a follow-up call; since she was hired, 75% of inquiries have been solved during the first call, compared with 67% prior to Amelia’s hiring. In one month alone Amelia assisted on almost 250,000 calls.

But what we’re most proud of is this: 99% of Allstate agents who worked with Amelia said they were completely satisfied with their interactions with her. This is exactly the kind of human-machine collaboration we imagined when we designed Amelia, and we know she’s generating similar satisfaction levels among our other customers too.

“She’s a pretty great example of a digital colleague that has a lot of capabilities,” Carla Zuniga, senior vice president of operations at Allstate, told The Wall Street Journal. “It’s reduced some of the complexity for our customer service representatives by giving them better and quicker access to information policies and procedures.”

“It’s a good blend of human intelligence and problem-solving with technology,” she said. We couldn’t agree more.

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